SimplePractice Customer Success Specialist Interview Questions
& Process

The interview has 4 rounds total. First a phone interview with the recruiter, then an assignment, followed by a video call with someone from customer success, and finally a panel interview. I only got to the second round before being declined. I put a lot of time into the assignment, but got no feedback and just a generic email saying I was declined. The recruiter was late for our phone interview. The pay is also pretty low compared to what other tech companies pay in this industry.

The interview began with a 'Customer Success Questionnaire' to assess critical thinking, writing, and customer service skills. This initial screening was straightforward, except for one question asking to respond to a client scenario and detail program assistance. It seemed like the questionnaire expected candidates to download a software trial to answer properly, as there were no instructions. Reviews mentioned poor customer service, lack of follow-through, and low associate knowledge, along with high turnover and quick dismissals. This, plus the vague questionnaire, suggested a company that offers little employee guidance, expecting them to learn independently. Ultimately, I decided not to proceed with the interview process because a good company should provide support and learning opportunities.

The interview process was pretty in-depth for a customer service position. First, I went through a phone interview with a recruiter. Afterwards, I was invited to complete a written assessment that took a few hours to do. Then, I was invited to a second interview which I thought would be the last step. After the second interview they invited me to a third interview, and the recruiter sent me a culture deck (119 slides) to study and take notes before the interview. It seemed like a bit much, especially considering this specific position, but I was interested enough to move forward. It took me about 2 hours to read through and take notes on the deck. I went through the third and final interview, which wasn't as bad and intense as I thought it would be, but they decided to move on with other candidates that they said "better suited the position". Overall, it was a very long process. I guess you could say they are very particular about who they want working for their company, but at the same time, are in need of better interviewing processes so that they don't waste candidates' time. I would not recommend going through the interview process with them unless you are dying to work for SimplePractice.